Customer Success Manager | KTS349

Customer Success Manager | KTS349

24 jul
|
Bayer
|
Argentina

24 jul

Bayer

Argentina

The Climate Corporation, a subsidiary of Bayer, aims to help all the world’s farmers sustainably increase their productivity through the use of digital tools. The integrated Climate FieldView™ digital agriculture platform provides farmers with a comprehensive, connected suite of digital tools. Bringing together seamless field data collection, advanced agronomic modeling and local weather monitoring into simple mobile and web software solutions, the Climate FieldView platform gives farmers a deeper understanding of their fields so they can make more informed operating decisions to optimize yields, maximize efficiency and reduce risk. For more information, please visit www.fieldview.com.ar





Do you want to impact the future of agriculture? Do you thrive on leading big things and making them happen? Would you like to join a team of innovative people? We are passionate about agriculture and driven by data.



We are looking for a talented individual to lead and inspire our team of customer success consultants in our mission to drive a seamless customer experience to our customers. Customer obsession is our mantra and if this is part of your DNA, together with data focus and highly innovation drive - this might be a job for you.



The AR Customer Experience Manager is responsible for the Climate Argentina Customer Success team, who is accountable to engage Fieldview customers, with a repurchase of +90%.



Reporting to CONOSUR Business Lead and functional report to the Latam Business Operations Lead, the manager works closely with AR Sales, CAS, Technical support Marketing teams to ensure we deliver a seamless process guaranteeing best engagement and experience of customers in our platform. The manager is responsible to lead squads that manage all customer experience remote interaction to guarantee customer retention and loyalty.



This position will also partner closely with Product and Engineering team, both regional and global to gather all product insights and ensure team is well trained, working on developing root cause to existent problems and product improvement pipeline based on customer feedback and interaction. The manager is also the main contact point to the Global Insights and Latam Data Analytics team to ensure we are integrated as a global team and with all tools and metrics to track and guide performance



Responsibilities





- Set overall leadership, strategy and operational effectiveness for team of customer Support analysts

- Set strategy and operational effectiveness for Technical support & Technical assistant on field

- Coach POs to drive engagement through agile squads

- Lead and coach staff and resourcing for both team's ongoing tasks as well as for special projects and initiatives, including development of skills, competencies and growth factors

- Build relationships with key leader-stakeholders in Marketing and Sales Leadership to drive alignment on Customer Experience process

- Collaborate with Engineering and Process team to improve product with focus on reduction of cases and issues - working on root cause resolution and product improvement to maximize customer experience.

- Coordinate all marketing automations activities with marketing team ensuring we keep track and engage customers throughout the campaign

- Work in collaboration with sales team to develop a segmentation of customers, maintain top accounts with key stakeholders

- Develop dashboards and reports that facilitate key business process monitoring, customer health score to influence renewal business and drive user adoption

- Developed Salesforce tools, reports and accounting processes to track service delivery activities and all pre-post implementation adoption activities to drive continuing performance and customer success

- Ensure timely follow up and resolution of issues and system bugs. Implement process improvements and establish service standards.

- Solicit and review survey data to drive improvements on the way we interact with customers.

- Document and maintain oversight of processes and procedures





Qualifications And Skills





- Bachelor in Economics, Engineering or Business Administration (required). MBA is a plus.

- Five years of background in Customer Success, Marketing, Product Marketing.

- Led teams and engagements utilizing agile approaches, value and principles as well as Scrum framework

- Fluent English. Portuguez is a plus

- Strong communication and presentation skills – must be able work closely with and gain buy-in from internal customers, key stakeholders

- Highly analytical, with the ability to see the big picture and design new processes as well as identify opportunities for improvement.

- Data Analytics skills. Knowledge of python or similar a plus

- Exceptional problem solving and project management skills.

- Detail-oriented with great organizational skills and comfortable with ambiguity.

- Desire and ability to work in a fast paced, multi-faceted and deadline-driven environment.

- Experience with standard system development life cycle protocols, including requirements gathering, technical specification development, deployment planning, testing, and release communications.

- High level of proficiency with Salesforce CRM

- Familiarity with a wide array of technology applications and protocols.





Your application



Are you looking for a new challenge where you can show your passion for innovation? Are you interested in working as part of a global team to improve people’s lives? Then send us your online application including cover letter, CV and references.



Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.





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